How to change your address and other contact information

Even though we’ve moved to online billing, we’ll still send you messages by mail or email from time to time. For additional security on your Fido account, we will also perform the following:

• Cross-reference against the billing address on file at your financial institution when you make a payment. So, it is important you keep your billing address up to date.
• Send a one-time verification code to you before you can proceed with changing your billing address.

Also important is that we have the right contact email address on file so that you receive notifications when your bill is ready to view online.

1. Log in to My Account.
2. Select the Profile & Settings tab.
3. Select Contact & Billing.
4. Select Update billing address to edit.
5. For added security, a pop up window will open for identity verification. Tap Continue.
6. A 6-digit verification code will be sent to your email or as a text message on your phone, depending on the preference you specified on your account setup.
7. Enter this 6-digit code into the verification screen, then select Continue.
8. Once you’ve entered the verification code successfully, you will then be prompted to change your billing address.
9. Start entering your new address to find a Canada Post match.
10. Choose the correct address from the options provided.
11. Select Continue.
12. Review your billing address and select Submit. (To return to the previous screen, select Edit Address).
13. Success! Click Done and you'll return to the Profile & Settings page and your new address should display in real-time.

A maximum of two changes of billing address per year can be made on fido.ca.

• If you’re moving to a different region (outside your current local calling area) you may want to change your Fido phone number to avoid long distance charges.
• If you have enabled the Fido Wi-Fi Calling service available on your device, make sure to update your 9-1-1 emergency address.
• If you’re having issues updating your billing address online, please contact us.

Internet Customers: Aside from your billing address, you will also need to update your service address (i.e., the address where your home internet service is connected or activated) when you move. Updating your service address can only be completed by contacting us.

Here’s how to change the language of the communications we send you to either English or French:

1. Log into My Account and select Settings.
2. In the Settings Overview section, select Contact & Billing.
3. Beside Contact language, select Switch to French or Switch to English.

Note: For your bill and bill-related communications, this change won’t take effect until the start of your next bill cycle.

When to do this:

• For online billing, we’ll send your monthly bill notification and some account notices to the contact email on file.
• To receive notifications about interruptions to your Fido services.
• To use optional notification functionality built into some of our apps.

Steps:

1. Log into My Account
2. Select Settings.
3. In the Settings Overview section, select Contact & Billing.
4. Beside the Email Address section, select Update email address.
5. Enter the email address that you would like to use as your new contact email and select Continue.
6. Select Submit. You’ll get a message that your contact email has changed. Select Done to finish.

Notes:

• Your contact email is separate from your My Account username email. To change that, see the instructions above.
• The format for your contact email must be as follows: name@email.com (the plus [+] symbol is not allowed)
• To completely remove a contact email, please contact us.
• If you try to update your email to the same one, we already have on file, you’ll see an error message – try a different email or contact us to resolve this.

When to do this:

• If you want to receive text/SMS notifications as soon as your monthly bill is ready, you’ll need to update your wireless contact number first.
• To receive notifications about interruptions to your Fido services.
• To use optional notification functionality built into some of our apps.

Steps:

1. Log into My Account and select Settings.
2. In the Settings Overview section, select Contact & Billing.
3. In the Wireless number section, select Update wireless number.
4. Enter the phone number you want as your New wireless number and select Continue.
5. Select Send code. A 6-digit code will be sent to your new contact number.
6. Enter the 6-digit code when prompted.
   • You have 60 seconds to enter the code before the transaction is blocked for 5 minutes.
   • If you enter the code incorrectly 5 times, the transaction will be blocked for 5 minutes.
   • If the transaction gets blocked, please wait 5 minutes and restart the steps.
7. Select Submit code.
8. Select Done.

Note: For added security, you may be prompted to validate your new wireless contact number in the My Account Profile Settings before any notifications are sent to you.